Senior Manager, Virtual Care Operations

About the role

Lead the daily performance of a care concierge function for a pod of health system clinics, managing team leads across a 24/7 operation. Accountable for service levels, appointment conversion and preventing escalations.

What you will do

• Manage and develop team leads with regular one to one meetings across day and overnight shifts
• Monitor clinic queues, clear blockers and act on leading indicators before escalations arise
• Maintain procedures, review workflows and improve appointment conversion
• Resolve non-clinical issues beyond lead authority and route clinical, safety and privacy matters to the right owner
• Support new clinic launches and translate partner requirements into trainable processes

What they look for

• Five or more years in customer-facing operations, contact centre or healthcare operations, including two or more managing a team
• Three or more years leading frontline staff, ideally in distributed shift-based teams through a supervisory layer
• Epic experience
• Strong ownership and willingness to work through operational detail
• Analytical capability